Infuriated with Dealer service department - need advice?
11-01-2014, 12:42 AM
#41
same here buddy
on the soapbox
i took my car in for an oil change ( a forum sponsor). When i got it back the fuse box cover was scuffed up and my cig. lighter was missing. The next day a local cruise/show, the scratches were pointed out by a few, so i dialed the dealership.
spoke to one of the service people asked why they would touch my fuse box cover and to notifying that my the cig. lighter was missing. The response was immediately, "we did not do anything nor did we take the lighter and you probably lost it". I found out i was speaking with one of the receptionists and not a service person, Finally got to speak to some other service person who again said, we did not do anything, nor would we touch the cover and then proceeded to say " I know how all you corvette owners are " .
-> me by now and still fired up. This goes on and on and im not a happy camper with this dealership. **
i have another story.. from another visit to the same - seems like they turn over people/employees constantly.
Lesson learned, going to try to get the money back on the premier package and do the oil myself. just got a low profile floor jack today!
off the soapbox
( back on the soapbox )
it was a xmas surprise, the dealership had sent me a new fuse box cover and lighter to make things right. I'm thankful that they did this right. Cheers -
Good things come to those who wait.
i took my car in for an oil change ( a forum sponsor). When i got it back the fuse box cover was scuffed up and my cig. lighter was missing. The next day a local cruise/show, the scratches were pointed out by a few, so i dialed the dealership.
spoke to one of the service people asked why they would touch my fuse box cover and to notifying that my the cig. lighter was missing. The response was immediately, "we did not do anything nor did we take the lighter and you probably lost it". I found out i was speaking with one of the receptionists and not a service person, Finally got to speak to some other service person who again said, we did not do anything, nor would we touch the cover and then proceeded to say " I know how all you corvette owners are " .
-> me by now and still fired up. This goes on and on and im not a happy camper with this dealership. **i have another story.. from another visit to the same - seems like they turn over people/employees constantly.
Lesson learned, going to try to get the money back on the premier package and do the oil myself. just got a low profile floor jack today!
off the soapbox
( back on the soapbox )
it was a xmas surprise, the dealership had sent me a new fuse box cover and lighter to make things right. I'm thankful that they did this right. Cheers -
Good things come to those who wait.
Last edited by BLUEMEANIE; 12-27-2014 at 11:05 AM. Reason: update, dealership made it right
11-01-2014, 09:29 AM
#42
Safety Car
I feel your pain but I'm glad the dealer is fixing it. It obviously was from taking the seat out. I took my 08 seat out when installing a new sound system with sound deadening. The areas you show are exactly the damage you'd get if you don't protect those parts when removing the seat. The top should be removed as well. My guess is they didn't remove the roof and certainly didn't protect the trim parts and that is what caused this.
I'm an **** pri*k when it comes to my Corvette. A buddy and me do most of the work ourselves (actually, he does it and I assist) but once a year I take it in for state inspection. I have been using a local shop for years and they know I stand there and watch them. The car never leaves my sight. Before bringing my car to them I did tell them I had major OCD and if they didn't want me watching it was OK and I'd go someplace else.
The shop I use was fine with me watching and even once pointed out some minor damage to my bumper when I must have rubbed a curb while making a u-turn. I recalled exactly when I did that once they pointed it out. Of course I had the bumper repaired so it's perfect again
I have seen how too many dealership service departments operate. There are some good ones but they are hard to find. There used to be a really good one near me with an excellent Corvette mechanic but that dealer went belly up in 2009 along with a lot of other dealers. I was able to locate the mechanic they used who now has his own shop. If I ever need dealer diagnostic work, he will have me covered.
I'm an **** pri*k when it comes to my Corvette. A buddy and me do most of the work ourselves (actually, he does it and I assist) but once a year I take it in for state inspection. I have been using a local shop for years and they know I stand there and watch them. The car never leaves my sight. Before bringing my car to them I did tell them I had major OCD and if they didn't want me watching it was OK and I'd go someplace else.
The shop I use was fine with me watching and even once pointed out some minor damage to my bumper when I must have rubbed a curb while making a u-turn. I recalled exactly when I did that once they pointed it out. Of course I had the bumper repaired so it's perfect again
I have seen how too many dealership service departments operate. There are some good ones but they are hard to find. There used to be a really good one near me with an excellent Corvette mechanic but that dealer went belly up in 2009 along with a lot of other dealers. I was able to locate the mechanic they used who now has his own shop. If I ever need dealer diagnostic work, he will have me covered.
11-01-2014, 12:10 PM
#43
Team Owner
I received a Customer Service Survey for my last visit. The service was lacking and I indicated so with a request that it be responded to. It is now a month and a half with no response. I think they either do not read them or simply ignore what they contain.
11-07-2014, 10:17 PM
#44
Instructor
Thread Starter
I am done with this dealer after they fix it. Went in today before work and they still do not have the parts in. At this rate I will have to bring it in while its snowing out. Its insane they say two days for part every time. and it takes 2 week plus.
11-14-2014, 02:27 PM
#45
Instructor
Thread Starter
Still waiting for parts. Stopped in to see if they were in on monday and all he would say is we will call you. Now I have no idea what to do. There is snow everywhere and I would really like to take insurance off the car.
I kind of feel like they are now doing this on purpose. It shouldn't take 24+ days to replace a part you damaged on a customers vehicle.
I kind of feel like they are now doing this on purpose. It shouldn't take 24+ days to replace a part you damaged on a customers vehicle.
11-15-2014, 10:34 AM
#48
Le Mans Master
Another dealer horror story. Why GM allows this is beyond me. OP, hope it all ends with your car properly repaired. You have every right to be absolutely livid. The whole scenario is ridiculous!
11-15-2014, 11:03 AM
#49
Burning Brakes
11-15-2014, 11:35 AM
#50
11-15-2014, 12:00 PM
#51
Drifting
There is no fool proof method to bring any customer service issue to resolution but at this stage in the game I would contend that "saving his breath" should not be an option for the OP (at least it wouldn't be for me) and I think every possible avenue (leading up and including legal counsel if necessary) should be considered when confronted to dishonesty from a dealer, no matter how trivial it may seem to some.
But the OP is the only one able to determine this.
Last edited by GuyFromLeMans; 11-15-2014 at 12:17 PM.
11-15-2014, 02:19 PM
#52
Le Mans Master
Member Since: Jan 2006
Location: Down south in Dixie
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At this point I would go inside, and stand on someones desk until I talked to the owner of the dealership. Seems to me they aren't at all interested in getting the parts, and repairing what is glaringly their fault. My C6 is 7 years old, and doesn't have one scratch on the trim from the seat belt. I try to be patient, and give everyone the benefit of the doubt. But in this case it makes me want to come up there, and open up a can of southern charm on these people for you. Good luck sir.
11-15-2014, 07:41 PM
#53
Drifting
Gosh, I am lucky. A very small dealership, just one service mgr., one parts guy, and 3 techs. Worried that GM will close them up for being too small. What GREAT service. This dealership will do *anything* for me.
Sure hope they survive! located in Covington, Indiana.
Sure hope they survive! located in Covington, Indiana.
11-16-2014, 07:19 AM
#54
Burning Brakes
I too, deal with BBB on a regular basis and they WILL contact the merchant and ask for a resolution, whether the merchant chooses to place the blame on customer or not is his prerogative but at least it makes him aware that the customer is not "taking it".
There is no fool proof method to bring any customer service issue to resolution but at this stage in the game I would contend that "saving his breath" should not be an option for the OP (at least it wouldn't be for me) and I think every possible avenue (leading up and including legal counsel if necessary) should be considered when confronted to dishonesty from a dealer, no matter how trivial it may seem to some.
But the OP is the only one able to determine this.
There is no fool proof method to bring any customer service issue to resolution but at this stage in the game I would contend that "saving his breath" should not be an option for the OP (at least it wouldn't be for me) and I think every possible avenue (leading up and including legal counsel if necessary) should be considered when confronted to dishonesty from a dealer, no matter how trivial it may seem to some.
But the OP is the only one able to determine this.
11-16-2014, 09:46 PM
#55
Race Director
Member Since: Sep 2007
Location: Peoria/Phoenix AZ
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C6 of Year Finalist (performance mods) 2019
I've had my seats out so many times, I'd hesitate to guess the number. I still have none of those scratches. Yes, it was a pain the first few times, but then I developed an easy way to do it without any towels, pads, or blankets and not even come close to possible damage. It only takes about 3 minutes from start to finish. I'll see if one of my friends will video it sometime and I'll post up the method.
Here's a link to a post I did a couple years ago, that addressed the saggy seat problem. https://www.corvetteforum.com/forums...t-fix-mod.html
You can do this in less time than the drive to a dealer.
Here's a link to a post I did a couple years ago, that addressed the saggy seat problem. https://www.corvetteforum.com/forums...t-fix-mod.html
You can do this in less time than the drive to a dealer.
11-17-2014, 04:33 PM
#56
Instructor
Thread Starter
I really get the feeling the service manager is doing this on purpose. I went in there asking for the GM or owner and was stuck with him three weeks ago.
I just cant believable they wouldn't call and give me updates on whats going on. Just a it's not in yet and we will call. If I go in myself (its on my way to work at least).
How hard is it to remove the door trim peice from the car? Im thinking of just pulling it and the door sill off and dropping them on his desk some day. Hope maybe that would motivate them?
Also where is that GM forum rep when you need them? I know they have to have seen this thread by now.
I just cant believable they wouldn't call and give me updates on whats going on. Just a it's not in yet and we will call. If I go in myself (its on my way to work at least).
How hard is it to remove the door trim peice from the car? Im thinking of just pulling it and the door sill off and dropping them on his desk some day. Hope maybe that would motivate them?
Also where is that GM forum rep when you need them? I know they have to have seen this thread by now.
11-17-2014, 05:08 PM
#57
Team Owner
Member Since: Jun 2005
Location: Northern, VA
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St. Jude Donor '15
"In honor of jpee"
Rather than WAIT for cust. svc, couldn't you call or write GM? What do you expect from the cust. svc people on here? It's your car at that dealer. I doubt if they're going to move your car to some other dealer. If the svc mgr. is on slow down, and you can't get any higher up in the dealership, what is cust svc supposed to do?
11-17-2014, 05:36 PM
#58
Instructor
Thread Starter
Rather than WAIT for cust. svc, couldn't you call or write GM? What do you expect from the cust. svc people on here? It's your car at that dealer. I doubt if they're going to move your car to some other dealer. If the svc mgr. is on slow down, and you can't get any higher up in the dealership, what is cust svc supposed to do?
repair another dealers damage out of their pockets.
11-17-2014, 11:50 PM
#60
Drifting
Short version of the story -
All summer I have had discomfort in my driver seat bottom. Found out after a lot of looking the seat foam was torn under the seat and needed to be replaced. Under warranty and the car now has 9800 miles on it.
Brought it into the dealer they took a quick look at it and said we will order a new foam and call you in 2 days.
1.5 weeks later I call them....oh looks like we ordered the wrong part. We will call you in 2 days when we get the new one.
1.5 weeks later I call them and set up a time to come in 7 days later.
The main service guy I was working with said he did not trust his guys with this type of job and would be outsourcing it to a local car interior shop. He had made it sound like they need to remove the entire seat to complete the swap. Said to plan on them having it all day.
I ended up picking the car up at 5pm on my way to work and dropped off my loaner car. My car was parked very close to another vehicle so I was trying to squeeze into the vette without touching the other car. Not thinking I only really paid attention to the feel of the seat. I left a happy and satisfied customer.
This is where everything goes downhill.
20 mins later I am getting out of my car and I see all this-
So I am a little unhappy that my car is now beat up but understanding that **** happens and it can be fixed. Called them from the parking lot and was told to come in tomorrow. went in he looked at it and said come in next week weds (today) and we will take care of it.
This is where I don't know how I left without causing a huge scene in front of 20 people.
Pulled in to the service area. The guy I was working with seen me got up and walked into the back room. Came back a few mins later with someone. Service manager / body shop not really sure. I show him the damage to the 4 trim pieces and all he says to me is "that just from your seat belt" and went on to tell me how their owners vette looks just like that after 1,700 miles every single one he drives. Then said there is no way they did it because they take the seat cover off with the seat in the car. (which is exactly the opposite of what the service guy said) He basically accused me of damaging my car and using this as an excuse to make them fix it.
Now i sure I am not alone here in saying I know every mark, scratch, anything on my vette. I wash it at least twice a week by hand. I had even thoroughly detailed it before dropping it off to them the first time.
I am beyond irritated and don't know who to contact on this issue. I can afford to fix all the damage that I figured to be around $250 outside of the paint chip. but the point is they damaged it while it was in their care. I shouldn't have to.
And to say a seat belt caused this is the most infuriating part. It doesn't even reach there without be pulled down by hand. And its covered by the door.
I don't know about everyone else but I shut my door first then put my seat belt on. and do the opposite on the way out.
Can anyone recommend who to talk to at the dealership and does anyone know the actual steps for changing the seat bottom foam?
I can use all the help I can get here.
All summer I have had discomfort in my driver seat bottom. Found out after a lot of looking the seat foam was torn under the seat and needed to be replaced. Under warranty and the car now has 9800 miles on it.
Brought it into the dealer they took a quick look at it and said we will order a new foam and call you in 2 days.
1.5 weeks later I call them....oh looks like we ordered the wrong part. We will call you in 2 days when we get the new one.
1.5 weeks later I call them and set up a time to come in 7 days later.
The main service guy I was working with said he did not trust his guys with this type of job and would be outsourcing it to a local car interior shop. He had made it sound like they need to remove the entire seat to complete the swap. Said to plan on them having it all day.
I ended up picking the car up at 5pm on my way to work and dropped off my loaner car. My car was parked very close to another vehicle so I was trying to squeeze into the vette without touching the other car. Not thinking I only really paid attention to the feel of the seat. I left a happy and satisfied customer.
This is where everything goes downhill.
20 mins later I am getting out of my car and I see all this-
So I am a little unhappy that my car is now beat up but understanding that **** happens and it can be fixed. Called them from the parking lot and was told to come in tomorrow. went in he looked at it and said come in next week weds (today) and we will take care of it.
This is where I don't know how I left without causing a huge scene in front of 20 people.
Pulled in to the service area. The guy I was working with seen me got up and walked into the back room. Came back a few mins later with someone. Service manager / body shop not really sure. I show him the damage to the 4 trim pieces and all he says to me is "that just from your seat belt" and went on to tell me how their owners vette looks just like that after 1,700 miles every single one he drives. Then said there is no way they did it because they take the seat cover off with the seat in the car. (which is exactly the opposite of what the service guy said) He basically accused me of damaging my car and using this as an excuse to make them fix it.
Now i sure I am not alone here in saying I know every mark, scratch, anything on my vette. I wash it at least twice a week by hand. I had even thoroughly detailed it before dropping it off to them the first time.
I am beyond irritated and don't know who to contact on this issue. I can afford to fix all the damage that I figured to be around $250 outside of the paint chip. but the point is they damaged it while it was in their care. I shouldn't have to.
And to say a seat belt caused this is the most infuriating part. It doesn't even reach there without be pulled down by hand. And its covered by the door.
I don't know about everyone else but I shut my door first then put my seat belt on. and do the opposite on the way out.
Can anyone recommend who to talk to at the dealership and does anyone know the actual steps for changing the seat bottom foam?
I can use all the help I can get here.
Sorry to hear and see the damage. Hope you get resolution.
MT